The Customer Has the Podium

united-airlines-logo.jpg Customer service will never be the same, thanks to the Internet. Those who deal with the public — especially in the complaints department — need to remember that failing to impress the customer at a critical moment could backfire in a very big way. In Internet time it’s already old news, but the aftermath of United Airlines declining liability for a guitar they broke is going to cost them far more than the cost of a guitar. Even a custom-built one. Maybe they didn’t know that Dave Carroll was going to launch a viral video. Maybe they weren’t paying attention to Terry Heaton’s visit to CompUSA. In contrast to United, Taylor Guitars responds with helpful information about traveling with your guitar — they’ve also offered to repair his damaged Taylor 710ce, and have given him his choice of a new guitar.